Page 29 - Car Sales Training Manual

-4<7442 $&10􏰌.3 􏰄36:.7> ? Session A.5
A.5–1 of 3
TOPIC: Signalling “I’m with a showroom walk-in customer” to a senior person (Manager/Floor Supervisor) and handling their introduction *&71> in the sales process.
AIM: To access the significant advantages of an *&71> introduction to management with every one of your showroom floor customers.
Benefits: – Confirm to your customer their value and importance to the Dealership through early, informal introduction to management.
KEY POINTS: • •
•
• •
– Enable your Manager to quickly determine and facilitate demonstrator and trade valuation requirements.
– Allow your Manager to alert the F & I department/person, for later introduction.
– Have your calls held and any messages taken so as not to interrupt your sales process.
– Gain these operational advantages without having to break your contact with the customer, and avoid having to chase them around the Dealership.
Agree on a prearranged ‘signal’ for you to easily advise your Manager of your contact with a walk-in customer.
Manager to allow approximately 5-10 minutes of early discussion before “brushing past”, (not walking directly and purposely up to the customer).
Salesperson facilitates a relaxed introduction to Manager,
(doing so after early determination of customer’s model preference and trade valuation requirements).
eg. “By the way this is our Sales Manager . Mr and Mrs
here are interested in a (and so on....).”
Manager to build rapport with the customer by thanking them for coming in to the Dealership and offering further courtesies (eg. “Can I get you another cup of coffee?”)
After determining the demonstrator/valuation needs of the customer, the Manager leaves the customer “in your good hands”, excuses him/herself and goes to organise your support requirements.